Customer Support & Live Operations Specialist
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Key skills for this role
Role Overview
LIVSHO is a live-commerce marketplace connecting collectors, sellers, and retailers across the GCC.
The role supports users with everyday questions, order issues, and live-show activity while combining customer support, moderation, and seller guidance.
The position reports to the Marketplace Operations Lead and is part of the Operations team.
Key Skills for This Role
Full Job Posting
Role Overview
LIVSHO is a live-commerce marketplace connecting collectors, sellers, and retailers across the GCC.
The role supports users with everyday questions, order issues, and live-show activity while combining customer support, moderation, and seller guidance.
The position reports to the Marketplace Operations Lead and is part of the Operations team.
Customer and Order Support
- Answer buyer and seller questions about accounts, bidding, payments, orders, and platform features.
- Investigate delivery and order-status questions, gather necessary details, and coordinate follow-up without making unsupported promises.
- Handle complaints professionally and follow agreed refund, dispute, and escalation procedures.
Live Operations and Onboarding
- Monitor assigned live shows and apply community rules consistently.
- Escalate suspicious behavior or serious incidents promptly.
- Assist seller onboarding by explaining routine setup steps and common workflows.
- Route approval or commercial questions to the responsible team.
Case Management and Teamwork
- Keep clear notes, accurate categories, and next actions so cases can be handed over without users repeating themselves.
- Flag unclear help content and recurring questions and contribute practical updates to the support knowledge base.
- Communicate outstanding issues during handovers and coordinate with colleagues around busy live-show periods.
Candidate Profile
- Clear, professional Arabic writing and speaking, plus working English.
- Strong listening skills, patience, and accuracy when several conversations need attention.
- Confidence learning support tools, searching records, and following documented processes.
- Sound judgment about sensitive information and when to escalate an issue rather than guess.
Schedule and Workplace
- This is a full-time, on-site role in Jeddah, Saudi Arabia.
- Scheduled shifts may include evenings and weekends.
Helpful Experience
- Customer service, retail, e-commerce, or community moderation experience would be helpful, but strong candidates from other backgrounds are welcome.
- Interest in collectibles or experience explaining unfamiliar products and processes would be helpful.
Success Measures
Success is measured through accurate resolutions, quality-review results, response and resolution times, appropriate escalation, customer satisfaction, and fewer avoidable repeat contacts.
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